Contact Center FCR Best Practices are based on SQM conducting customer and employee research with over 500 leading North American contact centers to identify who has world class or improving FCR performance. Furthermore, SQM did site visits with those contact centers that had world class or improving FCR performance to validate that their practice has a proven track record for improving FCR or for helping maintain world class FCR performance.
Today’s connected customers expect to resolve their inquiry or problem on the first contact effortlessly, regardless of what contact channel(s) they choose to use. Customers’ expectations to resolve any inquiry or problem using any contact channel they choose is a huge challenge for organizations to meet.
Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer Satisfaction (Csat). In fact, SQM research shows that the the majority (75%) of organizations’ enterprise wide Csat (top box rating response) is at the poor to average performance level.
Recognizing customer representatives for resolving tough customer calls, and at the same time providing great customer experience, is one of the best practices for improving first call resolution and customer satisfaction.
SQM is frequently asked, “What are the potential financial gains that can be expected from improving First Call Resolution (FCR)?” SQM’s research shows that, for the average contact center, a 1% improvement in FCR performance equals $285,000 in annual operational savings from the call volume reduction due to improving FCR.
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition practices.
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and reduce customer defections - one contact resolution is a must!
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about overall organization customer experience strategy and practices. Most organizations are grappling with improving enterprise wide Customer satisfaction (Csat). In fact, the average enterprise wide Csat is only 65% (top box response).
The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or problem. However, it has been SQM’s experience based on benchmarking over 500 leading North American contact centers that very few organizations know their customers’ satisfaction
SQM is proud to share some of our Customer Contact Channel Usage and Experience Research with you. The research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.